Case Study: Barceló Hotels & Resorts improves worldwide customer care and bookings with Oracle Service Cloud

Barceló Hotels & Resorts Streamlines and Optimizes Customer Care Worldwide, Boosting Sales, Customer Satisfaction, and Loyalty

Barceló Hotels & Resorts, the hotel division of Grupo Barceló, needed a way to improve customer care efficiency and online room bookings across its global operations. The company wanted a CRM platform that could centralize communications, support immediate service across online, mobile, and social channels, and provide faster, more consistent responses. It turned to Oracle Service Cloud.

Oracle Service Cloud centralized inquiries from the hotel chain’s website, online booking tools, social media profiles, and call center, giving Barceló Hotels & Resorts a unified customer care system. The company added self-service in seven languages, live chat, call-backs, contact forms, and consolidated customer profiles, and it fully implemented the platform across worldwide customer care operations after a 2 month pilot in only 10 days and a full rollout in 9 weeks. As a result, Barceló Hotels & Resorts improved efficiency and response times, increased engagement and bookings, and gained better visibility into customer needs and trends.

Barceló Hotels & Resorts

Ángeles Guillén

Head of Contact Center & Online Customer Experience